VVX450 Expansion module White Screen/Not initializing

[Mayanksriv007]

We are experiencing this issue on many new VVX450 and Expansion modules.

The issue is that the phone can start but the expansion module cannot even begin (not showing initializing, Poly symbol, or blinking lights). The expansion module is on a full white blank screen state, no buttons are blinking or working.

I updated and downgraded the firmware software on 450 but we are still experiencing this issue. Swapped with different expansion modules and it works. Also noticed that sometimes after reboot the expansion modules stop working.

[SteffenBaierUK]

Hello @Mayanksriv007 ,

Welcome to the HP community.

Unfortunately, your post does not contain the currently used Software version for the HP Poly product you use. Is this ObiEdition or UC Software?

This is important especially in the future when someone finds this post in days, months, or years to come. Please do not simply edit the original post but reply with the versions.

This is stated in the FAQ or the Read 1st section, explaining why this is important.

Only a couple of days ago a similar incident was discussed >here<. I suggest to check what was suggested there.

Other volunteers are welcome to reply.

If an issue like this cannot be resolved via a public community post, please work with our support organization in your region. Details on how to contact us are in my signature

Best regards

Steffen Baier

[Mayanksriv007]

The one that failed yesterday.

Phone S/N: 482567B7A3B1 Rev B2 and expansion module: B218234725B2 Rev A

The date of Manufacture on both is 2023.

The phone came preinstalled with fw 6.4.3. We upgraded this to 6.4.5 and 6.4.6. Also downgraded to fw 5.9.5 and 5.9.8. In all the cases the expansion module never started.

We don't know if it is an expansion module or a phone issue. We have already used VVX450 for years and have never seen this. We used a Polycom adapter and POE+ thinking a power issue but that is not the case. 

[Mayanksriv007]

I don't know why my previous reply is not showing.

The phone and expansion module have a manufacturing date of 2023. The phone came preinstalled with 6.4.3. I further upgraded this to 6.5 and 6.4.5. The expansion module was still not functioning after a reboot. Ultimately, I downgraded the firmware ver to 5.9.8 and 5.9.5 still the expansion module is not working. NOTE we are using sig_split type fw.

Mac addresses on VVX450 and EM50 EM are 482567B7A3B1 Revision B2 and B218234725B2 Rev A. I thought it can be power issue so I connected Polycom adapter and POE+ switch but EM was still not working. 

[SteffenBaierUK]

Hello @Mayanksriv007 ,

From our VoIP FAQ:

Oct 7, 2011 Question: How can I find out my PVOS, UC Software or Obi Edition Version or the Updater / BootROM Version of my Phone?
Resolution: Please check => here <=

Oct 7, 2011 Question: What PVOS, SIP, or UC, or Obi Edition Software version or Updater / BootROM Version is supported by my Phone?

Resolution: Please check => here <=

The above hopefully clarifies how to understand the difference between UC Software or Obi if this is asked again.

I can only recommend following the above-mentioned other post to try and help you troubleshoot this.

The next step, if no other volunteer replies, is to raise this via the HP Poly support organization.

Details are in my signature,

Best Regards

Steffen Baier